With an estimated 356 billion packages shipped worldwide in 2023, it’s no surprise that with this increase in online shopping, there has also been a rise in damaged, lost and stolen packages. However, it’s not the be all end all as there are a variety of steps brands can take to protect their packages and ensure they reach their customers in one piece. We’ve packaged these up with some real-life examples for you below.

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Common Challenges with Shipping Damages

Shipping damages are a challenge for e-commerce businesses, manifesting in various forms such as physical damage to products, broken seals, and moisture-related issues. These damages can arise from inadequate packaging, mishandling during transit, or environmental factors. It all sounds straightforward however, when it comes to deciphering who is liable for the damages, that is when the headache can start. For damages associated with insufficient packaging, it often falls on the business, leading to financial losses, increased return rates, and the necessity for refunds or replacements. For damages due to mishandling, the liability can fall into the carriers hands, but it’s important to note this can be timely and not always successful. Moreover, shipping damages can severely impact a brand’s reputation, reducing customer trust and satisfaction. Frequent occurrences of damaged goods not only escalate operational costs but also diminish customer loyalty, making it crucial for businesses to adopt the tips outlined below.

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Tips for Brands to Protect Packages and Minimize Damage

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Invest in High-Quality Packaging Materials

There’s many areas where businesses cut costs, however, effective and robust packaging should not be one of them. Brands should invest in high-quality materials that provide adequate protection. This includes:

• Sturdy Boxes: Use corrugated cardboard boxes that are correctly sized for the items being shipped. Oversized boxes can lead to shifting and damage, while undersized boxes may burst open.
• Protective Padding: Incorporate bubble wrap, packing peanuts, or air pillows to cushion products and absorb shocks.
• Durable Tape: Secure boxes with strong, adhesive tape designed for shipping. Reinforce edges and seams to prevent accidental openings.

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Properly Cushion and Pack Items

Effective cushioning and packing techniques are crucial to preventing damage. Follow these steps to ensure your products are well-protected:

• Wrap Each Item Individually: For fragile or breakable items, wrap each piece separately with bubble wrap, foam sheets or tissue paper.
• Fill Void Spaces: Use packing materials to fill any empty spaces in the box, preventing movement during transit.
• Double-Boxing: For highly fragile items, consider double-boxing. Place the item in a smaller box with padding, then place that box inside a larger, well-cushioned box.

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Label Packages Correctly

Clear and accurate labeling can significantly reduce the risk of damage. Ensure your packages are labeled with the following information:

• Fragile Stickers: Use “Fragile” or “Handle with Care” stickers for delicate items.
• Up Arrows: Indicate the correct orientation of the package with “This Side Up” arrows.
• Shipping Information: Clearly display the recipient’s address and contact information. Include a return address as well.

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Choose Reliable Shipping Partners

The choice of a shipping carrier can influence the safety of your packages. Choose carriers known for their reliability and careful handling of parcels in addition to:

• Insurance: Opt for shipping insurance to cover the cost of potential damages.
• Tracking: Use carriers that provide tracking information to monitor the shipment’s progress and address issues promptly.

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Leverage Package Protection

Leveraging extra package protection allows brands to protect their revenue and reduce the load for the CX team. Customers are able to add or remove the package protection from their cart at the checkout. If purchased and a package is stolen, lost or damaged in transit, the customer can contact the protection provider directly who will process the claim and issue a reorder or refund, without any extra cost to the brand or customer. This not only protects revenue, but also enhances customer trust and confidence, knowing if any issues arise, it will be resolved quickly and hassle-free.

For example, our friends over at Corso have a simple to use claims portal for customers and pride themselves on resolving shipping issues within 24 hours. 

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Collect and Analyze Data

It’s tough to improve if you’re not measuring. By gathering data on damages such as certain items are damaged more than others or certain package sizes are being frequently damaged, brands can effectively adjust packaging methods. Not to mention, for new products or packaging, you can conduct test runs or even drop tests in house, to ensure they will reach your customer in one piece. 

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In Summary

Securing shipments and minimizing damage requires attention to detail, investment in quality materials, and collaboration with reliable shipping carriers. By implementing these strategies above, brands can enhance customer satisfaction, reduce financial losses, and build a reputation for reliability and care. Not to mention, the key to successful shipping lies in the preparation and continuous improvement of your packaging and shipping practices.

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Starting an e-commerce brand from scratch is both exciting and overwhelming. It offers immense opportunities, but the competition is fierce, and the landscape is ever-evolving. So to help you kick things off with a bang, here are essential tips and strategies to help you build a successful e-commerce brand.

Starting an E-commerce Brand From Scratch

Identify Your Niche and Audience

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1. Focus on a Niche: One of the first steps in creating a successful e-commerce brand is identifying a niche. A niche allows you to target a specific audience and cater to their unique needs or pain points, making it easier to stand out in a crowded market. Research various niches, assess the competition, and identify gaps where you can offer unique value.

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2. Understand Your Audience: Develop a clear understanding of your target audience. Conduct surveys, analyze market data, and create detailed customer personas. The more detail the better, as it will give you a better understanding of your audience's preferences, pain points, and shopping behaviors which will help you tailor your products, marketing, and customer service to meet their needs.

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Build a Strong Brand Identity

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3. Craft a Compelling Brand Story: Your brand story is a powerful tool to connect with customers on an emotional level. Share the inspiration behind your brand, your mission, and the values that drive your business. A compelling brand story can evoke emotion, inspiration and differentiate you from competitors.

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4. Design a Memorable Visual Identity: Invest in professional design services to create a logo and visual identity that reflect your brand's personality and story. Consistent branding across your website, social media, and packaging helps build brand recognition and trust.

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Nike is an excellent example. Every time you see their logo, you immediately associate it with quality fitness and sportswear. And more than the products they're selling, they're selling a lifestyle, all recognizable by one small tick.

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Optimize Your Website for User Experience

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5. Choose the Right E-commerce Platform: Selecting the right e-commerce platform is crucial for your success. Popular options include Shopify, WooCommerce, and BigCommerce. Consider factors such as ease of use, scalability, customization options, and integration with other tools when making your choice.

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6. Ensure Mobile Responsiveness: With a significant portion of online shopping occurring on mobile devices, it's essential that your website is mobile-friendly. Ensure your site is responsive, loads quickly, and offers a seamless shopping experience on all devices. It's important to note that just resizing your website for mobile isn't enough. It's important to focus on a seamless mobile friendly layout involving resizing images, adjusting the layout and ensuring customers can checkout or find relevant information on a smaller screen, without feeling overwhelmed.

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7. Simplify Navigation and Checkout: A user-friendly website with intuitive navigation and a streamlined checkout process reduces friction and increases conversion rates. Minimize the number of steps in the checkout process and offer multiple payment options to cater to different preferences. For example, with Apple Pay, customers can checkout within seconds on their phone without having to fill out multiple information boxes.

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Develop a Robust Marketing Strategy

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8. Leverage Social Media: Social media platforms are invaluable for building brand awareness and engaging with your audience. Identify the platforms where your target audience spends the most time and develop a content strategy to share valuable and engaging content. Many brands are now leveraging social commerce where customers can purchase products directly through social media platforms like Tik Tok, Facebook and Instagram. This is another consideration when choosing both your social media platforms and your e-commerce platform, as not all platforms integrate. Brands can also utilize paid advertising to reach a broader audience.

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9. Invest in SEO: Search engine optimization (SEO) is critical for driving organic traffic to your website. Conduct keyword research to identify terms your potential customers are searching for, and optimize your website content accordingly. Create high-quality blog posts, product descriptions, and meta tags to improve your search engine rankings.

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10. Utilize Email Marketing: Email marketing remains one of the most effective ways to nurture leads and retain customers. Build an email list by offering incentives such as discounts or exclusive content. By segmenting your audience, you can send more personalized emails to promote products, share updates, and offer special promotions.

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Provide Exceptional Customer Service

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11. Offer Multiple Support Channels: Provide customers with various ways to reach you, such as live chat, email, and phone support. Prompt and helpful customer service can significantly enhance the shopping experience and build customer loyalty.

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12. Implement a Hassle-Free Return Policy: A transparent and easy return policy can boost customer confidence and encourage purchases. Make sure your return process is straightforward and clearly communicated on your website. Many brands include their return policy, or a link to their return policy, on the product listing so customers have all the information they need at their fingertips.

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Monitor Performance and Adapt

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13. Track Key Metrics: Regularly monitor key performance indicators (KPIs) such as conversion rates, average order value, and customer acquisition costs. Use analytics tools to gain insights into your website traffic, customer behavior, and sales performance.

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14. A/B Test and Optimize: Continuously test different elements of your website and marketing campaigns to identify what works best. A/B testing allows you to compare variations and make informed data-driven decisions to optimize your strategies.

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15. Stay Updated on Trends: The e-commerce landscape is constantly evolving. Stay informed about industry trends, emerging technologies, and changing consumer behaviors. Adapt your strategies to stay competitive and meet the evolving needs of your customers.

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Build Strong Relationships with Suppliers

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16. Source Reliable Suppliers: Your suppliers play a crucial role in your e-commerce success. Build strong relationships with reliable suppliers who can consistently provide high-quality products. Consider factors such as lead times, minimum order quantities, and shipping options when selecting suppliers.

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17. Negotiate Favorable Terms: Negotiate terms with your suppliers to secure better pricing, payment terms, and delivery schedules. Building a good rapport with your suppliers can lead to long-term partnerships that benefit both parties.

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Focus On Streamlined Logistics

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18. Invest in Efficient Inventory Management: Effective inventory management is crucial for preventing stockouts and overstock situations, both of which can harm your business. Utilize inventory management software to keep track of stock levels, predict demand, and automate reordering processes. This ensures that you always have the right amount of inventory on hand, reducing storage costs and increasing customer satisfaction.

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19. Optimize Your Shipping Process: Fast and reliable shipping is a key factor in customer satisfaction. Partner with reputable shipping carriers and consider using a fulfillment center to handle logistics. Offer multiple shipping options, including express delivery, to cater to different customer needs. Additionally, provide clear tracking information to keep customers informed about the status of their orders.

With VESYL, brands can enjoy smooth streamlined shipping from start to delivery with seamless integrations with major e-commerce platforms and tech partners, the best-in-class shipping rates for cost savings, with powerful automations and batch shipping for hands-free and faster savings. Learn more about VESYLs smooth shipping software.

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Foster a Community Around Your Brand

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20. Engage with Your Community: Build a community around your brand by engaging with customers on social media, hosting events, and encouraging user-generated content. Create a sense of belonging and loyalty by making your customers feel valued and heard. Referring back to our Nike example, they make every customer feel a part of their athletic community, from the casual jogger to the triathlete.

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21. Encourage Customer Feedback: Actively seek and act on customer feedback to improve your products and services. Encourage reviews and testimonials, and use the feedback to make necessary adjustments and show your commitment to customer satisfaction.

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Conclusion

Starting an e-commerce brand from scratch requires careful planning, strategic thinking, and a customer-centric approach. By focusing on these essential tips and strategies, you can build a strong foundation for your e-commerce business, stand out in a competitive market, and create lasting relationships with your customers. Embrace innovation, prioritize customer satisfaction, and continuously adapt to the evolving e-commerce landscape to achieve long-term success.

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With the average return rates for e-commerce stores between 20-30%, according to Shopify,  return logistics can no longer be overlooked. Not only does smooth returns enhance the customer experience, but also removes costly and timely bottlenecks for brands. In this guide, we'll dive into the world of return logistics, exploring best practices and strategies.

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The Importance of Return Logistics

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Return logistics are the processes involved in handling product returns, exchanges, and refunds in the e-commerce ecosystem. The inability to touch, try and see items in person first, make returns an inevitable part of e-commerce. Whether it’s due to sizing or fit issues, a defective or faulty item, or a number of other potential reasons, providing a smooth returns process can enhance your brand reputation, customer loyalty and give you the competitive edge. Think of it as the brand's opportunity to shift a negative experience into a positive and memorable one. 

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Best Practices in Return Logistics

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Clear and Transparent Return Policies

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A clear and transparent return policy removes the guesswork and lets your customers know exactly what to expect if they need to return or exchange an item. This increased transparency builds trust with customers and leads to loyal customers. 

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The return policy should be easily accessible on your website. Some brands choose to include it in a drop down menu on the product listing itself along with sizing and product information. This enables customers to make informed decisions without needing to search the website or contact the CX team. 

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A clear and transparent returns policy needs to include:

• The time frame for returns and exchanges period. Most customers expect a 30 day return policy.
• The conditions required for all returned products.
• If you have different policies and requirements for different products, make sure these are clearly outlined and communicated. 
• Clearly outline any return costs. Free returns are a big draw for online shoppers. Brands can also outline different costs for different return reasons, such as the customer is required to pay the return fees if the reason for return is that they changed their mind. However, for a faulty or damaged product, the brand covers the return fees. 
• Give clear step-by-step instructions on how customers can initiate a return. Include key information about whether they need to return the item in the original packaging, where they can locate the return label and once again the condition the item needs to be returned in. (For more straightforward returns, leverage VESYL’s QR codes, allowing customers to download the QR code and take it to their local drop off point, without needing to print any labels.)

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Simplified Return Processes

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Streamline the returns process by providing multiple return options like online returns, in-store returns, or drop-off locations. This accommodates varying customer preferences and situations, ensuring convenience and flexibility. For example, Amazon's "Online Returns Center" simplifies returns with a user-friendly interface, allowing customers to initiate returns swiftly and effortlessly. By diversifying return channels and leveraging user-friendly platforms, businesses can optimize the returns experience, reduce friction, and ultimately foster stronger customer relationships. Brands can also leverage returns software to centralize return tickets in one place, provide a simple user interface for customers to use and provide detailed information on the progress of the return. 

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Within shipments on VESYL, under actions, you can create a return label on a shipment, allowing you to quickly and easily get return labels over to your customer to return an item.

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Efficient Return Handling

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To optimize efficiency in return handling, it's essential to invest in streamlined procedures that minimize processing time and costs. Automation tools and dedicated teams play a crucial role in managing returns promptly and accurately. By leveraging automated return processing systems, like ASOS does, businesses can efficiently handle high volumes of returns, mitigating manual workload and reducing processing time. This not only enhances operational efficiency but also ensures timely resolution for customers, leading to improved satisfaction and retention. Embracing technology and implementing efficient workflows are key strategies to increase efficiency in return management, ultimately driving better outcomes for both businesses and customers.

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Encouraging Exchanges Over Returns

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By offering incentives such as free return shipping labels for exchanges or store credits, businesses can incentivize customers to opt for exchanges, retaining revenue and fostering positive relationships. For example, brands can offer a gift card for a slightly higher value than the original purchase to encourage customers to continue their journey with the brand. Finally, by leveraging easy-to-use exchanges software allows customers to quickly pick the product size, color or type they wanted to exchange for. This streamlines the process by reducing the need to speak to a CX representative and providing the customer with the options at their fingertips.

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In Conclusion

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With the increase in online shopping, the demand for excellent customer service and quicker resolutions, mastering return logistics can set your brand ahead in an increasingly competitive landscape. By implementing best practices such as clear return policies, simplified processes, and encouraging exchanges, businesses can streamline their return logistics while providing exceptional customer experiences. Remember, prioritizing exchanges over returns not only reduces the strain on your team but also strengthens customer relationships, ultimately driving long-term success.